IT Support/Desktop Support | Junior Level- 1 Year IT Exp - Salary up to $ 3k

KEY RESPONSIBILITIES:

• Provide First Call Resolution (FCR) technical support via phone and email. Ensure calls are answered and emails are responded promptly 
• Perform first level troubleshooting on all reported incidents and escalate incidents to 2nd level resolver groups as per work instructions
• Furnish and submit timely updates to customers on the status of outstanding issues within the targeted Service Level
• Maintain ownership of cases and follow-up on reported issues until closure and gather accurate and complete relevant information is recorded.
• Manage customer expectations and notify the Team Lead in the event of unusual surge in calls of a specific nature
• Handle initial classification/prioritization of the incidents. Track the progress of resolution and provide regular updates for follow up actions and incident status. 

REQUIREMENTS:

• Minimum Education: Nitec/ Higher Nitec or Diploma in IT-related fields
• Minimum 1-year End-User Support Experience, Desktop or Technical Service Desk. 
  • Customer Service Experience in a non-tech call center environment  will not be considered. 
• Knowledge of Windows OS, Active Directory Account Administration, MS Outlook, and mobile device support
• Strong customer service skills, good problem-solving skills, and the ability to work well in a team environment
• Able to manage multiple tasks simultaneously, work under pressure, and have a flexible schedule to accommodate varying shifts.
• Basic computer skills and proficiency in typing are also important.

OTHER:

• Working location : Bedok or Ang Mo Kio (either 1)